TechSee

JUNE 16, 2022

In addition, Eric is a member of Miele’s International Service team, to help identify, streamline and share global best practices and promote service excellence. His background includes transforming organizations, implementing best practices, and optimizing processes enhancing operational excellence. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Totango

MARCH 26, 2021

Now that we have an idea of what the customer lifecycle is, let’s take a closer look at each of its stages and how best practices combined with technology can help optimize the customer experience in each stage. Use automation to implement best practices and assist struggling customers.

SaaS 68

SaaS Best practices Upselling Education 68

CustomerSuccessBox

JUNE 28, 2021

Whether you are a B2B SaaS or a B2C SaaS, the business’s growth and survival will be dependent on customer retention. But the majority of the businesses are fundamentally leading and thriving only and only through retention. Check out the SaaS customer retention best practices to maximize renewals.

SaaS 52

SaaS B2C Customer retention Upselling 52

ChurnZero

APRIL 30, 2021

with more and more people receiving vaccinations, we are hopeful about our 2021 conferences.?That’s?right, From CSMs to team leads to directors and above, there will be sessions for everyone to learn tactical best practices that you can implement in your day-to-day immediately.?? ? . ? ? 7 th , 2021? ? . as in plural.?.

Best practices 52

Best practices Engineering Customer retention Personalization 52

ViiBE Blog

AUGUST 25, 2021

How can you measure customer satisfaction? CRM , Customer experience. August 25, 2021. You should thus try to turn criticism into a new opportunity to demonstrate your company always has its customer’s back. Customer satisfaction measurement: best practices. 26 August 2021. ViiBE Blog.

Automotive 98

Automotive Brand ambassadors Transportation Construction 98

Totango

DECEMBER 28, 2020

Cisco sees customer experience as a key differentiator for the future of business because of its ability to impact customer retention and growth. Invest in the right customer success technology partner. Leverage the latest customer success best practices. Customer Success Is A Growth Strategy.

Best practices 84

Best practices Upselling Analytics Technology 84

ChurnZero

SEPTEMBER 8, 2022

Providing access to on-demand training enables CSMs to support more customers and create a faster onboarding process. Supplying customers with the right content exactly when they are seeking it helps build the customer relationship. Increase customer retention, lower churn. Customer satisfaction.

Education 98

Education Benchmark Customer retention Metrics 98

ChurnZero

DECEMBER 29, 2020

Customer Success teams (and their customers alike) feel the pain of conducting QBRs dictated by a now seemingly arbitrary timeframe and requisite. In this article, we question the “Q” in QBR and if Customer Success teams are blindly following a best practice that may no longer be relevant to their customers’ success.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

Education Services Group

NOVEMBER 8, 2021

The 2021 Customer Success Leadership Study is out! Numbers are the best. Especially when they are telling a story about how Customer Success is booming. Without further ado – here’s a quick recap of the 2021 Customer Success Leadership Study! I don’t know about you, but I love data.

Chief Customer Officer 52

Chief Customer Officer Finance Surveys Sales 52

JivoChat

MARCH 15, 2021

In this article, we’ll go over: What omnichannel customer service is. Omnichannel vs. multichannel customer service. The benefits of omnichannel customer service. Omnichannel service best practices. What is Omnichannel Customer Service? Benefits of Omnichannel Customer Service. Break down silos.

Customer Service 52

Customer Service Multichannel CRM Upselling 52

ChurnZero

JANUARY 13, 2022

Our recent Customer Success Leadership Study showed that 61% of respondents reported a Vice President and above as being the highest leader in their Customer Success organization in 2021 – an increase of 7% from the previous year. This is in part due to a rise in the standing of the Chief Customer Officer role.

Chief Customer Officer 98

Chief Customer Officer SaaS Engineering Consulting 98

JustCall

AUGUST 2, 2021

Leggett has extensive expertise in market trends, research, best practices, and technologies. She can also be seen sharing valuable insights related to customer service on Twitter. How to use decisioning for customer service: [link] #custserv #KM #knowledgemanagement #cctr #CRM. Revisiting basics. Ann Handly.

Customer Experience 52

Customer Experience Consulting Consulting Best practices 52

CustomerSuccessBox

JUNE 18, 2021

As a customer Success manager when do you engage with the sales manager for the best result. Webinar: Best Practices for a Customer Success team. In the Webinar, you’ll learn how the Customer Success team works together and the much needed Intra-departmental efficiencies and inter-departmental communication.

SaaS 52

SaaS B2B Customer retention Upselling 52

Return Customer

MAY 24, 2022

Research by Deloitte and Touche reported that businesses that prioritize customers are a whopping 60% more profitable than those that don’t. And that 1 in 4 customers would pay 10% more just for better customer service as per ShepHyken’s 2021 Achieving Customer Amazement Report.

Chatbots 67

Chatbots Interactive Voice Response Best practices Customer retention 67

ClientSuccess

DECEMBER 16, 2021

Goals by ClientSuccess TM provides a powerful way for customer success managers to deliver measurable results for their customers. Goals empowers customer success managers (CSMs) to proactively collaborate with customers to achieve key objectives, desired outcomes, success criteria, and goals.

B2B 52

B2B SaaS CRM Best practices 52

CSM Practice

MARCH 8, 2021

Their Customer Success organization has ~100 team members and is looking to grow. Delphix has 100 CSMs with projections to grow the team by 30% in 2021. Retention numbers have been trending in the right direction in the last 2 years. Regardless of tier or segment, the customer gets a consistent experience. The Challenge.

Journey mapping 52

Journey mapping Best practices Enterprise Customer retention 52

NICE inContact

MARCH 11, 2019

Will “The Robots” take over completely by 2021, 2025, 2050? Let’s set realistic expectations within our businesses and seek to harness AI to enhance the “human” element of the customer experience! Businesses want to drive efficiency, lower cost, and increase customer retention and satisfaction.

Healthcare 64

Healthcare Chatbots Self service Customer retention 64

aircall

JUNE 16, 2021

What Is Great Customer Service? Good customer service is all about making customers feel positive about the time they spend talking to you. You can achieve this through several best practices: Promoting a warm and welcoming approach among your customer service agents.

Customer Service 62

Customer Service Surveys Customer retention Coaching 62

CustomerSuccessBox

JUNE 28, 2021

NPS is also a good metric that will help you drive customer retention. Read: 7 Data Points That Drive Customer Retention For SaaS Business. But now in 2021, it is not the same. Taking this into account, let us look at some tools and best practices that will help you upgrade your NPS.

SaaS 52

SaaS Surveys Metrics Best practices 52

Education Services Group

MAY 26, 2021

Exploring all the latest technology trends, TSIA had to make our list for their extensive library of content on best practices alone. They cover more than Customer Success and have a solid selection of CS-related webinars, both archived and coming up in their lineup for the rest of 2021.

Best practices 52

Best practices B2B SaaS Analytics 52

ChurnZero

JANUARY 26, 2021

Reduce regrettable team member attrition from 4% to 3% in 2021. They also provide an opportunity to bring in best practices. Depending on their selections, devise digital campaigns to deliver best practice content, prompts and other “nudges” that encourage behaviors and activities known to drive those outcomes. .

Management 98

Management Chief Customer Officer Upselling SaaS 98

Education Services Group

DECEMBER 28, 2021

After 2020, we all needed a bit of a reset in 2021. Who knew Customer Success would make such an impact and grow so much these past 12 months? As we cross the finish line into another new year, CS is poised to skyrocket even further as the industry matures and more businesses harness the benefits of Customer Success.

Education 52

Education Best practices Self service Customer Experience 52

CustomerSuccessBox

FEBRUARY 28, 2022

But if you work out to retain existing ones and achieve a high net retention rate, this keeps away the need to acquire new customers. Because a net retention rate above 100% means you are excelling in receiving repeat purchases, upsells, cross-sells, and expansions. Which is the key customer retention metrics to track?-

SaaS 52

SaaS Best practices Enterprise Customer retention 52

Education Services Group

JANUARY 8, 2021

Whether you are one of those hit-the-gym, reorganize-your-life, use the New Year to envision a new you types, or simply the type to harness the calendar shift to plan ahead, it’s time to build your 2021 strategy. I’ve compiled seven Customer Success goals to kick-start your CS prosperity and expansion in 2021.

Sales 52

Sales Technology Metrics Accountability 52

JivoChat

AUGUST 18, 2021

Businesses that seek to improve customer experience (CX) are poised for success. This kind of customer-centric mentality can drive new business, boost customer retention rates, and create new benchmarks for goals. Customer experience comes into play along each step of the customer journey. Smartphone apps.

Customer Experience 52

Customer Experience Chatbots Customer retention Feedback 52

Education Services Group

FEBRUARY 2, 2022

In 2020, Customer Success verified its strong ties to Sales, Product, and Marketing organizations, but only 51% of CS teams worked cross-functionally with Finance on a regular basis. After all, Customer Success is the delicious chocolate coating tying all that gooey customer experience goodness together.

Finance 52

Finance Metrics Customer retention Engineering 52

CustomerSuccessBox

JANUARY 2, 2022

Eventful years like 2020 and 2021 have challenged the old traditions pertaining to Customer Success (CS). The businesses, approaches, trends, focus areas, etc have evolved over time and more so after 2021. As we enter another year, Customer Success is poised to be more sophisticated. What does the customer care about?

SaaS 52

SaaS Metrics Upselling Accountability 52

Education Services Group

NOVEMBER 16, 2021

As is the case for many things in Customer Success, what works for some might not work for others. But there is a reason TSIA’s State of Customer Success 2021 report identifies the dynamic engagement model as a critical path forward for the expansion and optimization of CS. Best practices are still being developed.

Best practices 52

Best practices Self service Enterprise Analytics 52

Education Services Group

FEBRUARY 3, 2021

Customers were resolving 37% of the issues themselves, and more mature communities had 70-80% of answers coming directly from their customers. Clearly, there was an opportunity to expand from strict technical support to a scalable channel for more complete customer engagement. Fast-forward to 2021.

Technical Support 59

Technical Support Self service Technology Enterprise 59

Education Services Group

JANUARY 19, 2021

According to TSIA’s The State of the Technology Industry 2021 , COVID-19 has accelerated technology business trends that were already uprooting traditional business models. There is room to grow here in terms of automation and efficiency , a good sign for teams that plan to successfully scale CS in 2021. Organizational Alignment.

Finance 52

Finance SaaS Benchmark Surveys 52

Netomi

MARCH 7, 2022

A strong customer experience strategy is a defining feature that sets companies apart – yet what do customer service and customer support truly mean? Why is delivering quality customer service so essential, and how can companies begin doing so? Why is customer support essential for businesses? Final thoughts.

Customer Support 52

Customer Support Customer Experience Chatbots Self service 52

CSM Practice

DECEMBER 29, 2020

With us today we have Irit Eizips, a customer success thought leader whose mission is helping startups to fortune 100 enterprises, establish proactive and scalable customer retention and expansion selling strategy. Christine Salvo: (06:10): What was the 1st wave-like for you as a CEO? What was your personal experience? .

Surveys 98

Surveys Personalization Chief Customer Officer Customer centricity 98

SmartKarrot

JUNE 24, 2021

Gain Grow Retain is an open, free community for customer success leaders of B2B SaaS organizations. The community answers questions about best practices, strategies, and more to support CS leaders. These slack workspaces for CS professionals are helpful in discussing CS topics, resources, best practices, networking, and more.

SaaS 17

SaaS Best practices B2B Customer retention 17

Education Services Group

OCTOBER 27, 2020

TSIA’s conferences are always jam-packed with best-practices, real-life examples, success stories, and lessons learned from some of technology’s biggest names. I truly enjoyed and learned a lot at this year’s TSIA Interact, and I am looking forward to the next one in April 2021!

Education 52

Education Best practices Journey mapping Analytics 52

SmartKarrot

JANUARY 5, 2021

Without further ado, here is presenting to you our Top 50 Customer Success Influencers for 2021. Proclaimed as the Customer Success growth expert, consultant, and thought leader, Lincoln is a customer-centric growth mastermind. As of now, she is the GVP NAA Customer Success & Renewals at Oracle. Lincoln Murphy.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Coaching 21

SmartKarrot

NOVEMBER 25, 2020

This blog here is about to walk you through the practices that you can inculcate to bring in the best flavors of CS for 2021. For this, they begin by perusing the customer’s feedback and suggestions. In the end, what all of them want is enhanced customer retention.

Best practices 10

Best practices SaaS Benchmark Metrics 10

Education Services Group

OCTOBER 6, 2021

In a 2021 State of Remote Work report, 97.6% The majority of respondents to the 2021 State of Remote Work survey said that not being able to unplug from their work was their biggest struggle. of remote workers said that they would like to continue working remotely at least some of the time for the rest of their career.

Morale 52

Morale Surveys CRM Management 52